FAQ

Providing excellent customer service is one of Hanlyn Collectives top priorities. Our goal is to over deliver on every promise made, leaving our customers delighted with the customer service they have received.

If you have any concerns or issues, please reach out at: customercare@hanlyncollective.com and a member of our support team will get back to you immediately.  

Before you buy….

Kindly read through each item description carefully- we have listed all the details you need to review. Our measurement guide is there to help with ordering the correct size for your little. If you need any assistance, reach out and we are happy to help.

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What is the cost of shipping?

Upon check out you will be given options for shipping costs; this depends on the speed in which you want your package to arrive, and your location. You will receive an email with the tracking information once your package has been shipped. **Once orders leave our warehouse, we are not responsible for lost or stolen packages. Please contact the carrier directly. 


Do you offer free shipping?

Yes!! Get FREE SHIPPING for Orders Over $125+ CAD,  $125+ USD and any International Orders Over $150+ USD! 


Where do you ship the product from?

We are based in Ontario, Canada. We ship within 1-3 business days from the order being placed, worldwide, Monday to Friday! You may experience a small delay during holidays, restocks, and new launches. 


Pre-Sale Shipping Times

Any of our PRE-SALE items will be shipped in the approximate timeframe given in the description of the item. Unfortunately, these dates are not guaranteed and will not process in our normal processing window of 1-3 days. Your items will ship with the selected shipping method at checkout once the Pre-Sale item has been processed within the given dates.

We value your opinion so, if you have a request for a design or any suggestions Please email us: customercare@hanlyncollective.com 


Do you accept Returns?

Hanlyn Collective will gladly accept returns for a refund on purchases made through our website www.hanlyncollective.com. If you purchased from a retailer, please contact them directly. Please review our refund policy for further information and rules. Please be aware, shipping to return an item is at the cost of the customer.


Refund Policy

We have a 30-day refund policy from the original order date. To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags on, and in its original packaging. You will also need to provide proof of purchase- a photocopy/scan of the receipt.

To initiate the refund you can contact us via email at: customercare@hanlyncollective.com  

If your refund is approved, we will send you a mailing address for you to ship the materials to. Please note, you must request a refund prior to shipping, otherwise they will not be accepted. Cost to ship the return is at the expense of the customer.

Once the return has been received, we will email you confirmation and the refund process will begin on your original payment method. Please remember, it can take upwards of 10 business days for this refund to reflect onto your credit card.


Exchanges

We do not accept exchanges. If you need a different size, color, etc, please return your original order for a refund and place a new order. Please follow the refund policy to initiate this process. 


Damages

Kindly inspect your order upon receipt, if you have any issues (defective, damaged, or wrong item/size) contact us immediately (at least within 30 days of purchase). We will work on this issue urgently to rectify the situation.  


Non-Returnable Items

All sale items are FINAL sale. We do not accept any items purchased under a promotion or with a gift card for a refund. Due to Covid-19- all face covers are FINAL sale. 


Which payment methods are accepted?

We accept all major credit cards, PayPal and Sezzle. Payments are accepted worldwide.

Coupon Codes/Discounts

One coupon code per transaction is permitted, all coupon codes must be rendered at checkout. We will not price adjust coupons if they were not used at checkout. You are welcome to use it on your next order if still valid.


Care & Wash Instructions

The majority of our products are made from Viscose from Bamboo. Make sure to wash them on cold/gentle cycle inside out. Lay flat to dry or dry low and cool iron if needed. All information is also on the care tag instructions. 

Due to the Viscose, pilling is common, to prevent this, laying flat to dry will help keep the fabric looking new. If possible, try to line dry, this will help for optimal texture and brighter lasting color.

We recommend NOT washing your Hanlyn Collective wear with other items with zippers, buttons, or hardware. Snagging may occur. 


Will the color fade on my purchases?

If washed and dried properly per our guidelines, there should not be any fading. Our garments are pre-washed and we have carefully produced each item to ensure longevity. 

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